Job Description

The ServiceNow Business System Analyst will collect, clarify, analyze, and translate business requirements into documentation and conceptual design from which ServiceNow solutions are developed. This position works with the ServiceNow Technical Product Managers, Senior ServiceNow Developers and development teams to ensure the solutions are technically feasible, identifies areas to reduce implementation efforts, defines detailed stories with acceptance criteria, and works within the context of the Agile/Scrum development framework. The Business Systems Analyst will work with internal customers, members of the ServiceNow team and external implementation partners to define, test, document, and rollout enhancements, fixes, and configuration changes needed for the instance transition project. This position is also responsible for authoring content and peer-reviewing a wide array of documents, including functional, technical, and training. 

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• Decompose business problems quickly and determine the root cause and provide solution alternatives
• Participate as a domain expert in customer-facing meetings to facilitate discussions regarding ServiceNow initiatives
• Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design optimal solutions that support the business processes that meet or exceed functional requirements
• Create Wireframes / Mockups for the user stories and review them with customers and gather feedback
• Document workflows, processes and results of business analysis
• List out risks and constraints in relation to identified requirements
• Breakdown the application roadmap into epics and decompose into user stories and acceptance criteria
• Assist the technical team in translating application functionality into application architecture and the production of business functionality requirements
• Assist and lead test plan development and execution. Perform functional test on each story configured.
• Assist in quality management reviews and ensures that all business and design requirements are met
• Assist, develop and deliver end-user training
• Support Organizational Change Management (OCM) efforts by providing information on the “to be” solution

• Assist in the development of automated tests in ServiceNow

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Qualifications / Requirements include:

• 4+ years of experience working with IT Service Management solutions in an enterprise environment, preferably ServiceNow
• 3 years of business processes and business analysis experience in a software application environment
• 3 years of experience designing and developing process workflows, capturing and writing requirements, user stories and acceptance criteria
• 3 years of experience developing and maintaining system lifecycle documentation
• An understanding of both functional and non-functional software testing
• Strong understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas
• Excellent knowledge of best practices and an understanding of industry trends and difficulties
• Superior attention to detail with excellent written and verbal communication skills
• Ability to understand complex business needs and adapt appropriately
• Ability to learn and adapt to new solutions applicable to the ServiceNow platform

Desired characteristics include:

• ITIL v3 or ITIL 4 Certification or equivalent practical experience
• Comfortable leading in both technical and organizational contexts
• Experience working with large global / multinational corporations

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